Michael Warnell is seeking a senior management position and has over 20 years of progressive experience leading complex operations. He has a proven track record of driving growth through strategic planning, financial management, and process improvement. Warnell's experience includes managing multi-site call center operations with over 2,900 employees. He is confident his leadership skills and operational expertise can add value to a new organization.

1. MICHAELWARNELL
420 Cactus Crossing Dr. Mobile: (910) 382-2063
Horizon City, Texas 79928 michael.warnell@yahoo.com
LETTER OF INTEREST
In the interest of exploring and identifying career opportunities with your organization, I have enclosed my
résumé for your review and consideration. It provides valuable details regarding my diverse qualifications
and experience.
As my résumé reveals, I have over 20 years of progressive senior management experience and I am
seeking an opportunity to transition into an operation in need of strong and decisive leader. My career
experience has been as a proactive leader, organizing complex operations into manageable pieces and
contributing to the detailed execution of plans to support organizational goals while providing building
blocks for long-range initiatives. I am a visionary with proven success in driving growth through
operational analysis, financial management, and strategic planning and implementation, and I am the type
of person who would bring a solid balance of skills to help you achieve business objectives.
My success has been defined by outstanding business and financial acumen, and considerable practical
skills to effectively manage people and projects in new and existing operations. In addition, I have the
strategic vision to implement the change necessary to achieve an organization’s short and long-term
imperatives. I have also become well known for motivating others to higher levels of performance and
implementing a process driven, results-oriented philosophy that embodies leadership, individual
responsibility, and continuous improvement of organizational outcomes. In the past, this combination of
skills has allowed me to make significant contributions to bottom-line efficiency and profitability. With a
solid track record behind me, I am confident I can do the same for you.
Confident that the strength of my experience will add measurable value to your organization, I would
appreciate an opportunity to meet with you to discuss your needs and my potential to contribute. In the
interim, thank you for your attention, consideration, and forthcoming response.
Sincerely,
Michael Warnell
Enclosure

2. MICHAELWARNELL
420 Cactus Crossing Dr. Mobile: (910) 382-2063
Horizon City, Texas 79928 michael.warnell@yahoo.com
EXECUTIVE SUMMARY
Organizational Leadership • Strategic Planning • New Process Development
Solutions-focused professional with over 20 years of progressive senior management experience
combining strong operating and technical management expertise, with multi-site management and new
process integration talents. Value proposition includes:
Operations Management Expertise: Possess a proven track record of success leading and managing
multi-site projects, assignments, and operations; built, mentored, and led teams of talented managers,
supervisors, and a cross-functional workforce of over 2,900.
Visionary Leader with global perspective, drive, and attitude: A strategic hands-on leader with the
ability to analyze the financial performance of the daily operations to optimize working capital, track and
analyze costs, create and implement internal control systems, and apply principles to streamline business
processes.
A proven track record in new process development: Have lead and participated in high-level
initiatives including all infrastructure design, restructuring, process development, and business integration;
known for and exceptional at developing and integrating effective and successful visions, turnaround
strategies, and initiatives.
Proficient in Microsoft Office (Word, Excel, Power Point, & Access) & Related Software
PROFESSIONAL EXPERIENCE
ALORICA, El Paso, Texas 2009 – Present
Director of Operations
Serve as a Senior Operating Manager with accountability for all aspects of the daily call center
operations, client relations, and improvement initiatives for six widely-dispersed sites in El Paso and
San Antonio, Texas, North Carolina, Florida, Oklahoma, and Virginia managing DirecTV sales and
service operations.
 Plan, research, coordinate, and execute comprehensive strategies for the six sites, including all
center structure and direction; manage all human resource management initiatives, recruitment
efforts, labor cost control, daily call synopsis, daily production, goal setting, and all client initiatives.
 Directly supervise and support the performance of a cross-functional staff of over 2,900 employees
including Site Directors, General Managers, Managers, Supervisors, and Sales & Customer Service
Representatives on all operational activities and direction of work assignments.
 Direct the administration and funding activities for an annual operating budget; analyze and
recommend needs for the operation including acceptance, disbursement, and accounting of monies
for labor, incentives, labor, billable hours, and all support functions for ongoing site operations.
 Manage the implementation of performance-based management system to increase sales, call
quality, customer satisfaction, and call handling efficiencies; recommend and implement process
improvement initiatives for all call center standards and serve as a resource and mentor to the staff.
Key Achievements:
∗ All efforts led to having the El Paso site being number one in sales for DirecTV service, “Best in
Class” designation, and being designated the only 2-Carat Diamond Center for DirecTV call
operations.
∗ Took over the Virginia call center operations during a full blown audit, where the operations were in
danger of being shut down; implemented a turnaround strategy that led to the site being designated
a “Best in Class” site within a 30-day period.
∗ Managed the coordination and all project management activities for the start-up of the El Paso call
center, DirecTV’s largest call center, from initial feasibility to a full call center operation; planned,
organized, and executed the logistical requirements for all recruitment efforts and the training of all
call center personnel.

3. MICHAEL WARNELL PAGE 2
PROFESSIONAL EXPERIENCE (Continued…)
TRG, Pittsburgh, Pennsylvania 2007 – 2009
Site Director
Supervised, managed, and executed daily processes and business initiatives to ensure efficient call
operations and achieve profitability goals for this 500-seat call center; included all outbound call
operations for the Michigan Utility Company (Business to Business) and both inbound and outbound
call operations for AT&T.
 Provided leadership, direction, and oversight for the call operations, processes, and client
compliance functions; managed staff scheduling to support all activities, human resource functions,
call flow management, sales support functions, and customer service.
 Led the development and evaluation process for all Managers, Supervisors and hourly associates;
managed all performance standards involving productivity, quality assurance, sales, and customer
retention; directly oversaw the administration of all staff development initiatives and conformance
with all corporate goals and objectives.
Key Achievements:
∗ Participated in regular operational reviews to identify underperforming areas and coordinated and
implemented all site strategies to improve performance.
AMERICAN CUSTOMER CARE, Williamsport, Pennsylvania 2005 – 2007
Direct of Client Services
Served as the prime interface and liaison between production and the client (Reader’s Digest);
oversaw all performance management initiatives, client billing, and all performance initiatives for
subscriptions, renewals, and customer retention; motivated team members to meet current and future
client business requirements.
 Served as a point of contact managing client visits, communicating production output commitments,
quality, and all production issues with clients; managed an assertive and diligent effort to maximize
performance for clients to meet/exceed business objectives, while maintaining high customer
service quality ratings.
TELEPERFORMANCE, Abilene Texas 1994 – 2005
Worked through a series of increasingly progressive leadership roles gaining broad-based, multi-
function experience across all aspects of the call center operations; recognized for a relentless drive,
accepting difficult challenges, and exceeding organizational objectives. Highlights include:
Site Director
Managed strategic performance, client retention and satisfaction, business operations, cost
management, associate performance management, and business transformation of the service
delivery organization and functions for this 450-seat inbound and outbound call center.
 Developed standard operating procedures and plans to execute all supporting operations and
planned, researched, coordinated, and executed comprehensive growth strategies for the site.
 Directed a cross-functional staff of three Shift Managers, 35 Team Managers, Supervisors, and
over Customer Service Representatives processing calls for the support of client initiatives.
 Managed all labor cost control, shift synopsis, daily production, client program initiatives, and
internal program management; established all work level needs based on client service agreements
for MBNA, First USA, Chase, Verizon, & Sprint, and communicated needs to ensure all expected
program goals were met and maintained.
 Coordinate all administration functions for existing staff members, new hires, and terminations;
oversaw the administration of all staff consultations, the implementation of step-level corrective
action, and employment decisions to ensure compliance with all human resource policies and
procedures.
EDUCATION
High School Graduate
Midway High School, Waco, Texas